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Reservations Customer Care Supervisor
Eldorado Resorts
Reno, NV, United States
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Eldorado Resorts Inc., a top five regional gaming company in the industry, is looking for a dynamic, positive, energetic person with supervisory skills and experience to help manage our expanding Customer Care Team! With explosive growth forecasted as we take on new business, we’re searching for the best and the brightest. Is that you?
SUMMARY
The Customer Care Supervisor plays a key role in the success of our organization by taking responsibility for helping us deliver customer service excellence to our guests. The Supervisor is responsible for the performance management of a group of inbound call center agents who are primarily focused on executing hotel and event reservations, and hotel operator call distribution. The Supervisor will also serve as a shift manager responsible for using real-time call center management techniques to meet service level goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Work diligently to support the “Family Style Service” culture and team philosophy throughout the properties
• Act as a role model to all employees; always present oneself as a credit to Eldorado Resorts and encourage others to do the same.
• Supervise, coach and mentor a team of 10-14 agents to meet or exceed all agent key performance indicators including but not limited to call quality, phone productivity, and attendance.
• Recruit, screen and hire Customer Care agents
• Monitor service levels, and assist staff in achieving service level goals.
• Handle guest concerns that demand Management attention tactfully, promptly and with genuine care for the Guest’s concerns
• Provide input and feedback to Director and Managers to improve processes, procedures and training.
• Work effectively together with other managers and supervisors ensure a unified Leadership message to staff.
• Assisting Customer Care agents with transactional processes and customer interactions; serving as the first point of escalation in more complex situations where hosts and customers need additional attention
Requirements:
QUALIFICATIONS
2+ years of directly related experience in a supervisory role within an inbound contact center
Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, HALO) along with proficiency with basic MS Office packages preferred
Strong verbal and written communication skills
Basic understanding of a skill-based contact center environment
Proven ability to lead, direct, and motivate others
Experience in a startup operation or in the casino industry is considered a definite plus
Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours.
EDUCATION and EXPERIENCE
Bachelor's degree and/or 2+ years of directly related experience in an agent or supervisory role within an inbound call center
PHYSICAL DEMANDS
Must be able to spend a large portion of each shift walking and/or standing while assisting agents with their work
Must be able to handle a high degree of administrative work which requires repetitive finger and wrist motion (keyboard data entry), as well as prolonged viewing of data on a computer monitor and a fair volume of telephone interactions
BENEFITS and PERKS
Paid training
Medical and dental benefits
Paid time off
Retirement planning options (401(k))
Commuter Benefits
Employee Discounts to Restaurants & Shows
Subsidized Employee Dining Room